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Terms of Service

Hardware Support Levels

FULLY SUPPORTED

We will provide the fastest response time possible

  • Hardware has been specified or approved by ATLAS staff before purchasing AND
  • Hardware is under manufacturer warranty AND
  • Hardware is at or above ATLAS' minimum hardware specifications

Supported

We will provide the fastest response time possible, though parts will be available at the speed of outside vendors and purchasing

  • Hardware has been specified or approved by ATLAS staff before purchasing AND
  • Hardware warranty has expired AND
  • Replacement parts are still readily available AND
  • Hardware is at or above ATLAS minimum hardware specifications

Replacement parts are at the expense of the unit

Terminal Support

We will not physically repair these computers, though we will provide immediate responses to provide a replacement computer at the expense of the unit

  • Hardware has been specified or approved by ATLAS staff before purchasing AND
  • (Hardware warranty has expired AND replacement parts are not readily available) OR
  • Hardware is not at or above ATLAS minimum hardware specifications

Unsupported

We will not physically touch these computers, support can come through OnSite, DS or outside contracts at the discretion of the unit/researcher

  • Hardware has NOT been specified or approved by ATLAS staff before purchasing OR
  • Hardware is NOT University property OR
  • Hardware is being used or supported in methods outside of our support policies

Minimum Hardware Specifications

Windows

  • Operating System: Windows 7 enterprise
  • Processor: Intel Core i3
  • Memory: 8 GB RAM minimum

Apple Macintosh

  • Processors: Intel Core i3
  • Operating System: OS 10.7
  • Memory: 8 GB RAM minimum

Other Hardware Support

Need help with departmental equipment located off-campus? Bring it to your departmental office, and ATLAS will pick it up for service. A fee-based CITES On-Site technical support service is also available for off-campus assistance.

Need help with personally-owned equipment? Contact CITES Central Help Desk or CITES On-Site. The CITES Central Help Desk provides phone, email and walk up support for home computing issues. CITES On-Site provides technical assistance by appointment at campus or off-campus locations.

Support for Software Installation

ATLAS installs campus site-licensed programs as well as commonly used commercial programs purchased at Central Stores or at Campus Webstore. Departments are responsible for obtaining and providing ATLAS consultants with proof of licensing for any commercial programs prior to installation as well as appropriate media. Client units will also be responsible for storing documentation, software and accessories.

Support for Software Use

ATLAS provides support to all LAS departments for using software in several broad areas, including course management systems, development of online curricular materials, digital media production, statistics and GIS consulting. CITES also provides campus software training. Departmental Computing consultants may refer users to ATLAS or campus resources for help using software.

Support for Research Projects

Support for specialty equipment used for research projects is available for a fee. Researchers and grant writers are encouraged to contact ATLAS and include computing support costs in their research plans.